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How you say something to a customer can be as important as what you say. A. True B. False 39 Part 2: Developing Telephone Skills Key Learning Points (continued) Correct Answers 1. D. On really trying to understand what the customer is saying. Effective listening requires you to focus all your attention on what the customer is saying. 2. A. True. We can hear at a rate of about 800 words per minute, but most normal conversation is at a rate of about 150 words per minute. 3. A. True. Learning to understand your customers can and will help you gain and ultimately keep their business by knowing what they really want from you.

Find out more about what their needs are and situations in which they might contact you. Learning to better understand the customer will lead you to better understanding how to gain and ultimately keep their business. Take the time and effort necessary to really get a better understanding of your customers either individually or as a whole. You will both end up understanding each other better as a result. 35 Learning Point 28 Understanding the Customer Tips • Don’t jump to conclusions or just assume that you know what the customer wants.

True B. False 3. Learning more about your customers will lead you to a better understanding of how to gain and ultimately keep their business. A. True B. False 4. Because you typically deal with so many customers who call in and possibly not the same ones, it is not important to build rapport with your customers. A. True B. False 5. How you say something to a customer can be as important as what you say. A. True B. False 39 Part 2: Developing Telephone Skills Key Learning Points (continued) Correct Answers 1.